VIRTUAL INTERACTIONS IN CONTACT CENTER OPERATIONS

专利名称：VIRTUAL INTERACTIONS IN CONTACT

CENTER OPERATIONS

发明人：DYMSHYTS, Vadim,PLACIAKIS,

Vidas,KOROLEV, Nikolay I.,RISTOCK, HerbertWilli Artur

申请号：EP17831880申请日：20170720公开号：EP3488601A4公开日：20190807

摘要：A contact center has channels for receiving communications requestinginteraction with an agent, agent stations providing connection ability to received

communications, and a Virtual Interaction (VI) Server connected to the LAN and executingVI software on a processor from a non-transitory medium. The VI Server creates andstores a Virtual Interaction object based on determination of an expected receipt of afuture communication, the VI associating a source, an intent, a set of data regarding thesource, and an agent station destination, and the created VI is stored and matched with areal incoming communication from the source associated in the VI, and the VI is theninstantiated as a live interaction by connecting the source of the incoming call with theagent destination associated in the VI.

申请人：Greeneden U.S. Holdings II, LLC

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